Human Feedback in an Online World

Human Feedback in an Online World

 27 Apr 2017

Undoubtedly, we have all been in a position where we have desperately been waiting on feedback of one form or another for longer than we anticipated, and when we eventually receive feedback it can make or break our day.  From a recruitment perspective, the success of our business and the ways in which we differentiate ourselves from our competitors all originate from feedback.  We, therefore, must put ourselves in our customer’s shoes and attempt to deliver unrivalled levels of human feedback to them for the long term if we want to stand out in this online world we live in today.
 
Many of the daily activities that we participate in offer instant feedback and allow us, if we are aware of the feedback, to improve how to perform these activities.  If you think about the first time that you climbed a tree and fell, you immediately realised that you did something wrong and that you must change your approach in the future in order to be successful otherwise you will only fall off again.  Many of our business or professional interactions have traditionally taken longer to offer feedback due to the timeframes of the mediums that we use to communicate but our patience levels have deteriorated somewhat over the past decade perhaps due to the instant feedback offered by many of the tools we use. 
 
Our entire online lifestyles from dating to business have completely changed the way we interact with each other and the expectations that we have on how fast we should receive feedback. The instant gratification when we post a picture on Facebook or Instagram and someone we know likes or shares it offers us feedback on what “content” we can post to increase the amount of engagement we receive. The ability to google the answers to most questions we have, the ability to watch our favourite programs whenever we want, watch online content on YouTube whenever we want has completely changed the landscape and our expectations.
 
Somewhere along the line though, we have lost our way.  Many of the candidates that we deal with on a day to day basis apply for jobs with companies and other agencies that they end up never hearing back from, despite being nothing short of ridiculous that in this day and age something so simple as an automated email cannot be generated to let someone know that they have been unsuccessful it seems to happen far too often.  With so much online content, google ads, Facebook ads, YouTube ads, posts on LinkedIn, it appears the industry is travelling down a dangerous path where we are too focussed on the short term, adopting a monetary and first time attention focus.  Whilst money is a necessity to the survival of a business; delivering unrivalled customer service is one of the best ways to maintain brand, advertise and ensure that you have a business for the long term.  In our industry, customer service comes in two forms – candidate experience and client relations. 
 
Attempting to deliver the best candidate experience and continuously reminding yourself and your team that being there for the candidate, treating them with respect and making sure they receive timely feedback is paramount to achieving long term success and is not that difficult to achieve consistently.  Deep down we all want to deliver the best service that we can and there will be many times when superiors might try and push you down a different ‘cut and run’ route but we must not give in to this pressure and stand tall and be the kind of person that we want to be.  

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